Customer Feedback In The Workplace

Amazing Essays
It’s a common scenario: you log into your business’s Facebook page one morning and BAM! You’ve come face to face with a negative review or customer complaint. Your heart sinks—you’ve spent so much time, money, and effort trying to create a strong and positive presence for your company online. And now, this one user has made your life exponentially more difficult. As a first instinct, you immediately look for the “delete” button (you can’t have that kind of negativity on your page!).

But perhaps this deserves another look. Perhaps immediately deleting anything negative isn’t the best way to go.

Yes, negative feedback tends to expose weaknesses in companies. But on the flipside of things, customers want to use social media as a way to provide
…show more content…
Customer complaints are the perfect opportunity to assess what aspects of your business could improve. There are always things to improve. Take customer feedback into serious consideration, determining if this is just an issue with one customer or with many.
Never argue or make excuses. Own the situation. Even if you are certain a customer is being unreasonable, let the specifics of the situation be discussed and resolved in private. A heated public argument will almost never do good things for your online image.
Acknowledge the customer’s concerns and offer next steps. This can be done publicly, and is a good opportunity to show that your company is being responsive to feedback. This can be a comment as simple as “Thank you so much for bringing this concern to us, Jane. I’m sorry to hear that you haven’t had a good experience so far. We’d like to contact you to resolve the situation—can you private message us with your contact details?”
Apologize and say thank you. Just like many of us were taught as children, apologies and thank yous can go a long way in resolving conflicts. As in the example above, be sure to offer these proprieties to your
…show more content…
However, many companies sometimes get reviews that are completely or partially erroneous or inappropriate. In these cases, though you cannot delete it on your own, you can often report it and ask that it be taken down by an administrator. Good examples of this include when the review is not for your company, when the user’s language is abusive, or if the review is factually incorrect (they mention a non-existent employee or perhaps are not even a customer of record). Take a look at the platform’s rules and regulations surrounding reviews, and if you feel a review violates those rules, report it for takedown.

Make a Plan

The last thing I’d like to touch on is the importance of having a plan to respond to customers (positive and negative) and deal with spam. Too often, there is no policy in place, causing a slowed response time and, sometimes, inaccurate or inappropriate responses.

Make sure your company has a plan for responding to the following, as they will no doubt happen:

Positive or neutral customer interactions
Spam
Hostile comments or reviews
Negative comments or

Related Documents

  • Decent Essays

    Mike Lynn: Whistleblower

    • 1252 Words
    • 6 Pages

    It’s extremely illogical for a company to reveal its own secrets and flaws at a conference where they know it can hurt them very badly. Cisco’s internet systems were also protecting their client’s data which might have been compromised due to this leakage. Cisco had to calculate the risk of exposing that information and it just wasn’t in favour of the company in any way and that’s what businesses are about. Cisco and ISS were right because they didn’t want their organizations to be compromised or to become liable to legal action against them. They both suffered or may have even lost some valuable information to their competitors.…

    • 1252 Words
    • 6 Pages
    Decent Essays
  • Decent Essays

    Some employees are entrusted with very important and secret information that is not for the eyes of the public (Lunday, 2010). One slip of an inappropriate post could put a company in serious risk. Employers that monitor their employees social media can make sure that everyone is following the code of conduct and not getting the company in…

    • 1691 Words
    • 7 Pages
    Decent Essays
  • Decent Essays

    Likewise, if CleverTech does not win the lawsuit, OpenTech’s decision to use the trade secrets and make them OpenSource and available to all could put CleverTech out of the race to market. Ethically, the obligation lies with the current company you work for - not a potential competitor or inflictor. Even if it seems that no harm could be done by creating an unrelated product using CleverTech’s design, the OpenSource aspect may be detrimental to the company the decision maker pays obligations too. It should also be noted that the decision maker could also be potentially sued in the dismissal of trust established by CleverTech (Martin,…

    • 856 Words
    • 4 Pages
    Decent Essays
  • Decent Essays

    You can handle the social media management after the fact with some of the situations, such as offending your audience. Unfortunately, we live in a hyper-sensitive world, where many people truly believe it is their inherent right to not be offended. These individuals actually seek to be offended just for the claim. And, of course, even if that isn’t the case, you may end up inadvertently releasing material that offends some. It’s just another form of a PR crisis that you’ll have to stay out in front of if you want to keep it under control.…

    • 1618 Words
    • 7 Pages
    Decent Essays
  • Decent Essays

    Sender should stop using the unfriendly words and rationally communicate with the problem maker, or do not email when mad. Last but not least, the content of this email is not succinct. The sender write a lot of irrelevant message like “my friend”, “moving house” that make the content long-winded and unconstructive. Therefore, what the sender should do is to calmly specifies his case for the receiver to understand, try to give some of the constructive suggestions and feedbacks that helpful to the company. So, they can do things to correct their error and to improve their operation in the future.…

    • 743 Words
    • 3 Pages
    Decent Essays
  • Decent Essays

    Although social media users have the right to post their interests, Daykin concludes it resolves in biased side opinions and arguments. The appeal makes readers think about their future postings which influences Daykin’s argument. He also appeals readers as he lists well-known social media platforms and how they are filtered to an individual’s interest. He concludes his reasoning stating Facebook’s scandal of filtering news, but since the scandal case was not proven at fault, Daykin’s ethnocentric credibility lessens. This causes curiosity, and questioning social media’s tactics to their famous trending tab.…

    • 989 Words
    • 4 Pages
    Decent Essays
  • Decent Essays

    Part of a company’s marketing is advertisement of the brand or the business itself. But it also is based on word of mouth. The negative customer service experience can travel from person to person and have a negative impact on the business. If the customer had a negative experience they generally won’t be intrigued to come back. Simply as human beings it’s only natural to want to tell someone about it and vent.…

    • 1678 Words
    • 7 Pages
    Decent Essays
  • Decent Essays

    Extreme Net Case study Should Allen Lopez be allowed to keep his job with ExtremeNet? Support your answer using ethical theory. I believe that Allen shouldn’t be allowed to continue working for the company, when Allen created his satirical website he really didn’t consider his loyalty and relationship with the company. I am sure on orientation day he had signed a media policy that gives a framework for using social media. This policy would have given advice to avoid issues that would arise by careless use of the media by being derogatory, offensive or derogatory even though it was satirical.…

    • 736 Words
    • 3 Pages
    Decent Essays
  • Decent Essays

    One solution could be to inform users that their information may be used for advertising without causing harm; another solution, which seems less practical, yet presumably more favorable, especially since users take it to court, could involve providing users with compensation. Consent could even apply to this situation. Simply asking users for consent might alleviate the issue. When advertising involves actually reading users’ inbox messages, the plaintiffs seemingly have a stronger argument against Facebook. Whereas using voluntarily provided information, such as names and likes, may present little or no harm, disclosure of private messages certainly affects users drastically.…

    • 1236 Words
    • 5 Pages
    Decent Essays
  • Decent Essays

    If someone is repeatedly cruel to them it is not their fault at all. They should also not respond or try to retaliate. If they try to get back at them it makes them become a bully as well. The biggest tip is to save as much evidence as you can. Although most things can be found on the internet it is better to just save the evidence and show it to someone who can help (“Tips to…”).…

    • 2112 Words
    • 9 Pages
    Decent Essays